Supervisor, Customer Service

Town of New Tecumseth; Alliston; On-site; CAD 89,000 - 111,000; Full time

Benefits offered by this job

Flexible work from home 1 day per week

Health and dental benefits

Competitive salary

OMERS pension

Free gym membership at Town recreation

Professional development opportunities

Job summary

The Town of New Tecumseth invites applications for a Supervisor, Customer Service to lead the day-to-day operations of the municipal Customer Service team in Alliston. You will coach staff, resolve inquiries, monitor service levels, and collaborate across departments to maintain high-quality, citizen-centered service delivery.

The role offers a flexible work environment (1 day work-from-home per week), employer-paid benefits and OMERS pension, competitive salary, and opportunities for

Qualifications

• College diploma or University degree in Public or Business Administration or related field.
• AMCTO Municipal Administration Program or equivalent through AMCTO is preferred.
• 4-5 years experience in a customer service focused role with at least 1 year experience in a supervisory role; municipal experience is an asset.
• CRM systems, ticketing and telephony systems, quality assurance systems, Great Plains, payment processing software and point of sale systems.
• Accounting, cash handling and financial management experience.
• Strong computer knowledge in Microsoft Office Suite; advanced excel skills are an asset.
• Excellent communication and interpersonal skills.
• Knowledge of municipal government administration and progressive front facing service delivery.
• Knowledge of legislation such as AODA, MFIPPA, OHSA, Employment Standards Act, Highway Traffic Act, and administrative by-laws.

Responsibilities

• Oversee daily front line customer service with focus on one point resolution.
• Research and support implementation of new technologies, CRMs and other systems for service delivery.
• Support any and all point-of-sale or electronic payment system implementation.
• Monitor, analyze, and report on service metrics and guest experience data.
• Prepare and manage staff work schedules; approve payroll data.
• Collaborate with other departments to establish effective customer-focused SOPs and SLAs.
• Support escalated customer interactions and apply de-escalation techniques as needed.
• Manage large volumes of revenue, cash handling, and ensure cash procedures are followed.
• Review daily reports and reconcile payment receipts and balances.
• Approve returns, refunds, and void transactions per Town policies.
• Prepare and oversee operating budgets for the business unit; monitor revenues and expenses.
• Ensure adherence to financial regulations and standards.

Skills

Excellent communication and Interpeson

Knowledge of municipal government

Education

College diploma or University degree in Public/Business Administration

Municipal Administration Program (AMCTO) preferred

Tools

CRM systems

Ticketing systems

Telephony systems

Great Plains

Payment processing software

Point of Sale systems

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Job description

The Town of New Tecumseth is looking for a Supervisor, Customer Service to join our rapidly growing team.

Our growing community, identified as one of the fastest growing municipalities by Statistics Canada, located about an hour north of Toronto, offers beautiful rural and urban landscapes and diverse opportunities to work in a technologically progressive, public environment. Additionally, the Town offers the following perquisites:

• flexible work environment, including ability to work from home up to one (1) day per week
• employer paid health and dental benefit packages
• competitive salaries
• OMERS pension plan
• free gym membership at Town recreation centres
• professional development opportunities

This position is responsible for the day-to-day coordination and supervision of Customer Service operations, ensuring consistent, high-quality service delivery. The role provides leadership, guidance, coaching, and operational support to customer service staff in managing inquiries, transactions, and service levels. This position monitors service levels, analyzes performance metrics, and supports a one point of resolution approach by enabling staff to resolve inquiries efficiently while ensuring complex issues are directed appropriately for investigation and resolution.

Responsibilities:

• Oversee daily front line customer service ensuring timely and consistent processing of inquiries, transactions and service requests with a focus on one point resolution
• Research, recommend and support implementation of new technologies, CRM s and other potential systems and resources for service delivery.
• Support any and all point-of-sale or electronic payment system implementation.
• Regularly monitor, analyze, and report on service metrics, customer satisfaction and guest experience data.
• Prepare and/manage staff work schedules. Verify, approve, and submit staff schedule and payroll data.
• Regularly collaborate with other departments to establish effective, customer focused standard operating procedures including Service Level Agreements with high volume partners.
• Provide support to the Customer Service team in managing escalated customer interactions, including applying de-escalation techniques and assessing situations where the appropriate department, subject matter expert, or level of escalation is unclear.
• Responsible for large volumes of revenue, cash management, safe and floats. Establishes and complies with cash handling procedures in accordance with Town policies and procedures.
• Review daily reports and /batches from all payment receipts and resolve any overage or shortage discrepancies and ensure accounts are reconciled and balanced.
• Approve returns, refunds, and void transactions within approved Town policies and procedures.
• Prepare, administer and oversee approved operating budgets for business unit. Monitors and reports on revenues and expenses.
• Ensure strict adherence to financial regulations, policies, procedures and standards.

Qualifications:

• College diploma or University degree in Public or Business Administration or related field. Equivalent experience in a similar role will be considered.
• Successful completion of Municipal Administration Program or equivalent through AMCTO is preferred.
• 4-5 years experience in a customer service focused role with at least 1 year experience in a supervisory role. Municipal experience is an asset.
• Customer relationship management software, ticketing and telephony systems, quality assurance systems, Great Plains, payment processing software and point of sale systems
• Accounting, cash handling and financial management experience.
• Strong computer knowledge required in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Advanced excel skills are an asset
• Excellent communication and interpersonal skills.
• Knowledge of municipal government administration including progressive experience in front facing service delivery roles.
• Knowledge of applicable legislation, bylaws, and the ability to interpret legislation such as Accessibility for Ontarians with Disability Act (AODA), Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Occupational Health and Safety Act, Employment Standards Act, Highway Traffic Act, and administrative by-laws.

The successful candidate must have the ability to align with established goals and objectives and is able to create/follow plans and processes accordingly, to deliver task and goal completion to a high standard. The successful candidate will provide clear direction and open communication with employees and address employee issues promptly, objectively and respectfully. The Town of New Tecumseth values progressive ideas and actions; the successful candidate will have proven ability to embrace change, be resourceful and to seek new ideas and creativity to maximize effectiveness to provide high quality citizen-centred services to our community.

Salary: $88,512.84 - $110,636.28, plus employer paid benefits and OMERS pension plan
Hours: 35 hours per week, 8:30 a.m. 4:30 p.m., Monday through Friday.
Location: Town Hall, 24 Tupper St. W, Alliston
Start Date: December 2026
Reason: This role is posted to fill 1 vacancy

We thank you for your interest; however, only those selected for an interview will be contacted.

Information collected will be used solely for the purpose of candidate selection, in accordance with the Municipal Freedom of Information & Protection of Privacy Act

The Town of New Tecumseth is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. If contacted for an interview, please advise Human Resources if you require accommodation.